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A MasterClass in “Customer
Service Excellence”
(two Days)
Being on par in terms of price and quality
only gets you into the game. Service wins
the game.
Tony Allesandra
Customer Excellence is one of the most visible and significant aspects of a customer’s perception of any organisation.
It will shape their opinions and will often be the differentiator, even above price alone,
when the customer chooses to do business with you…In turn creating a massive
impact on your bottom line. Everyone in the organisation has the opportunity to either
delight or to lose a customer, but by delivering great service, all individuals can make
a positive contribution to overall increased customer satisfaction.
The learnings will be developed
using RAIL (Reflect/Analyse/
Implement/Learn). This will
give all attendees a simple way
of implementing all learnings
following the MasterClass.
Two Day MasterClass Programme
Learning is about four things• Being “Inspired” and wanting to change
• Accepting what has to change
• Realising why it has to change
• Discovering how to make the change
The programme has been developed using the human body
as key memory points, and in such a way that delegates
will be able to relate to the new learnings at any time.
An introduction to Customer ServiceExcellence
• Defining Customer Service Excellence• The skills needed• What needs to be worked on
What happensnext?
Putting the new learnings into action.
The Face…How we use all of our senses• How to improve “Customer Communication”…Using
our eyes, ears, mouth and nose
The Backbone• Getting the right “you”
• You and the team
• An effective CRM strategy
The Heart…The centre of all that we do• Develop a positive mental attitude and the self- belief
needed to be successful in your role
• Understanding “values”
• Doing the right thing
The Body…We communicate in many ways!• The different styles of communication
• What we are actually saying!
• Understanding how to become more self-aware
The Hands• Taking personal responsibility
• An empowered workplace
• Owning complaints
The feet…Making it happen
• What happens next
• Putting it into practice
Meet your MasterClass host
Host & Facilitator: Nick Bishop
After 25 years in the corporate world with leading blue chips, most latterly with HBOS and managing teams of over 200, Nick established his own coaching and performance consultancy in August 2005.
He now consults with a number of organisations
both in the UK and globally.
Because of his thorough understanding of what
is needed to be a “winner”, Nick has judged at
the UK Customer Service Training Awards for
the last four years and in 2015 was a Judge at
the “WOW Awards” in London.
Nick has been asked to speak at a number
of events and conferences including Local
Government Forums, Contact Centre bodies,
Training Events and Staff Conferences. His rich
and engaging style is enjoyed by all.
“Nick Bishop is brilliant and smart .He knows his
work and is a good speaker. I recommend any
company to come and listen to him or invite him
anytime. He’s the best.”
AFRICAN MANAGEMENT CORPORATION,
JOHANNESBURG
Who should attend this
MasterClass?
Anyone who as part of their role, has customer contact, both internally and externally. Delivering Customer Service Excellence should be a pleasure to all. Those that deliver and those who receive. Mastering the skills will benefit staff engagement and the Customer experience.
Investment
£229 per head
£2090 for a team of ten
£2990 for a team of fifteen
“Learning is a treasure that will follow its owner everywhere.”
Chinese Proverb
Please note these are indicative costs only and are dependent on client
requirements, location & venue choice etc. Places will be limited to 15 people
to ensure maximum learning for all delegates
For all enquiries, please contact:
Nick Bishop
Telephone: 0161 486 9577
Mobile: 07919 565904
Email: [email protected]